Beacon Marine’s response to the complaint sent in from our customer in MichiganOur customer ordered a custom canvas cover from Mills Canvas in New YorkThe order was placed through us, as we had done other work on our customer’s boat (our customer did not purchase her boat from us)We have been selling customer canvas covers from Mills for over years, and have always found the company to be responsive to customer needsMs [redacted] began to share with us her dissatisfaction with her Mills cover within a few months of receiving itAfter we spent some time examining her cover in person, and taking a number of photographs, we sent her complaints and photos to MillsThis process went slower than Ms [redacted] wanted, and so we tried our best to speed up the process of getting resolution from the manufacturerIn short, the manufacturer, Mills Canvas, was unwilling to replace the coverThey claimed that Ms [redacted] had not properly cared for the cover, causing dirt stains, frayed seams, and stretching of the canvas, resulting in a loose fitBeacon Marine agreed that the canvas had not worn well, and we witnessed and photographed her cover in enough detail to see the physical proof of the claims she made against MillsAfter we pressed Mills for better responsiveness, they agreed to receive the cover back and make the required repairs/replacementsAfter a few days, Mills shipped the cover back to Ms [redacted] directlyMsBonder was not pleased at all with Mills work on her coverAfter almost eight months of this, she was very displeased with the entire situationWe went back to Mills and talked with ownership about another attempt to repair or replace Ms [redacted] ’s canvas coverThroughout this entire episode, Beacon Marine was not reimbursed for any of the work that was being done to resolve this situation for Ms [redacted] Her pressure on Beacon to refund her money was growing, as was my frustration of the lack of recognition on her part that Beacon was not in a position to cover warranty problems for custom canvas coversNonetheless, after the management team at Mills agreed to refund us a portion of the cost of Ms [redacted] ’s canvas if we were willing eat the balance of the lossThrough the late fall and winter, I communicated to Ms [redacted] that Beacon would be able to move forward with a partial to full refundBut due to the season, and our inability to pick up the canvas, we thought it best to wait until February/MarchUnfortunatelyMy father went into the hospital in the first weekend in February, and ended up passing away at the end of the monthAs a small business with just employees, we were somewhat disrupted as my brother and I tended to our parents during this tough timeIt was upsetting to have Ms [redacted] continue to hound us for the refundWe were taking a loss for her in excess of $1,000, yet she was unable to be patient and respectful during a difficult time for all of usAgain, it was NOT our responsibility to pay any warranty claims to Ms [redacted] , especially under the condition of the manufacturer’s claim of miss-useThe countless hours we invested with Ms [redacted] in the interest of regaining her satisfaction and trust ended up as wasted good willWe have consistently won Customer Service Awards from all three of the boat lines that we carry, Boston Whaler, Cobalt, and Grady-WhiteThus I can state with confidence that while we do make mistakes, we know how to take care of customers and keep them satisfiedThis situation with Ms [redacted] can only be made right by a full refund, according to herAnd in the end, we were willing to take this loss, along with Mills Canvas, to try and resolve the situation completely to her benefitYet, because Ms [redacted] needed this to happen more quickly than were able, she has now created a situation that is impossible for us to resolveWe are sorry that Ms [redacted] is not satisfied with her custom canvas cover from Mills CanvasWe are at a loss as we consider what we could possibly due to make her satisfiedAnd we are at a loss as we examine the costs we have already incurred in the attempt to make Ms [redacted] happySincerely, [redacted] President Beacon Marine LLC
Beacon Marine’s response to the complaint sent in from our customer in MichiganOur customer ordered a custom canvas cover from Mills Canvas in New YorkThe order was placed through us, as we had done other work on our customer’s boat (our customer did not purchase her boat from us)We have been selling customer canvas covers from Mills for over years, and have always found the company to be responsive to customer needsMs [redacted] began to share with us her dissatisfaction with her Mills cover within a few months of receiving itAfter we spent some time examining her cover in person, and taking a number of photographs, we sent her complaints and photos to MillsThis process went slower than Ms [redacted] wanted, and so we tried our best to speed up the process of getting resolution from the manufacturerIn short, the manufacturer, Mills Canvas, was unwilling to replace the coverThey claimed that Ms [redacted] had not properly cared for the cover, causing dirt stains, frayed seams, and stretching of the canvas, resulting in a loose fitBeacon Marine agreed that the canvas had not worn well, and we witnessed and photographed her cover in enough detail to see the physical proof of the claims she made against MillsAfter we pressed Mills for better responsiveness, they agreed to receive the cover back and make the required repairs/replacementsAfter a few days, Mills shipped the cover back to Ms [redacted] directlyMsBonder was not pleased at all with Mills work on her coverAfter almost eight months of this, she was very displeased with the entire situationWe went back to Mills and talked with ownership about another attempt to repair or replace Ms [redacted] ’s canvas coverThroughout this entire episode, Beacon Marine was not reimbursed for any of the work that was being done to resolve this situation for Ms [redacted] Her pressure on Beacon to refund her money was growing, as was my frustration of the lack of recognition on her part that Beacon was not in a position to cover warranty problems for custom canvas coversNonetheless, after the management team at Mills agreed to refund us a portion of the cost of Ms [redacted] ’s canvas if we were willing eat the balance of the lossThrough the late fall and winter, I communicated to Ms [redacted] that Beacon would be able to move forward with a partial to full refundBut due to the season, and our inability to pick up the canvas, we thought it best to wait until February/MarchUnfortunatelyMy father went into the hospital in the first weekend in February, and ended up passing away at the end of the monthAs a small business with just employees, we were somewhat disrupted as my brother and I tended to our parents during this tough timeIt was upsetting to have Ms [redacted] continue to hound us for the refundWe were taking a loss for her in excess of $1,000, yet she was unable to be patient and respectful during a difficult time for all of usAgain, it was NOT our responsibility to pay any warranty claims to Ms [redacted] , especially under the condition of the manufacturer’s claim of miss-useThe countless hours we invested with Ms [redacted] in the interest of regaining her satisfaction and trust ended up as wasted good willWe have consistently won Customer Service Awards from all three of the boat lines that we carry, Boston Whaler, Cobalt, and Grady-WhiteThus I can state with confidence that while we do make mistakes, we know how to take care of customers and keep them satisfiedThis situation with Ms [redacted] can only be made right by a full refund, according to herAnd in the end, we were willing to take this loss, along with Mills Canvas, to try and resolve the situation completely to her benefitYet, because Ms [redacted] needed this to happen more quickly than were able, she has now created a situation that is impossible for us to resolveWe are sorry that Ms [redacted] is not satisfied with her custom canvas cover from Mills CanvasWe are at a loss as we consider what we could possibly due to make her satisfiedAnd we are at a loss as we examine the costs we have already incurred in the attempt to make Ms [redacted] happySincerely, [redacted] President Beacon Marine LLC